NCC Directs Telecom Operators to Notify Consumers of Major Service Outages, Launches Public Reporting Portal
NCC Directs Telecom Operators to Notify Consumers of Major Service Outages, Launches Public Reporting Portal
The Nigerian Communications Commission (NCC) has issued a directive mandating telecommunications operators to inform consumers promptly about major network outages affecting their services. The new directive is aimed at enhancing consumer experience and promoting accountability within the sector.
According to the NCC, operators are now required to disclose the causes of service disruptions, the affected areas, and estimated time for restoration through public media. For planned service interruptions, telecom companies must notify consumers at least one week in advance.
The new policy is part of the "Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs)," which also introduces proportional compensation for affected users. Under the directive, if a major network outage extends beyond 24 hours, operators must offer affected consumers appropriate compensation, such as validity extensions, in line with the Consumer Code of Practice Regulations.
The NCC defines a “major outage” under three categories:
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Incidents affecting five percent or more of an operator's subscriber base or at least five Local Government Areas (LGAs), caused by factors such as fibre cuts, vandalism, or force majeure;
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Outages involving 100 or more network sites, five percent of the total sites, or an entire cluster, lasting 30 minutes or more;
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Any disruption that degrades service in the top 10 states by network traffic volume, as determined by the Commission.
To improve transparency and public access to outage information, the NCC has also launched a Major Outage Reporting Portal, available via its official website, www.ncc.gov.ng. The portal displays real-time updates on outages and reveals the identities of parties responsible for infrastructure sabotage.
Speaking on the development, the NCC’s Director of Technical Standards and Network Integrity, Engr. Edoyemi Ogor, said the Commission had piloted the portal with telecom operators for several months prior to issuing the directive.
“By providing consumers and stakeholders with timely and transparent information on network outages, we are entrenching a culture of accountability. This initiative also supports the Executive Order signed by President Bola Ahmed Tinubu, which designates telecom infrastructure as Critical National Information Infrastructure (CNII),” Engr. Ogor stated.
He emphasized the need to protect telecom infrastructure, given its role in national security, economic development, and daily life in Nigeria.
Signed:
Mrs. Nnenna Ukoha
Ag. Head, Public Affairs
Date: May 25, 2025
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